Director, Technical Solutions and Support

Director, Technical Solutions & Support

As the leader for the Technical Solutions & Support team at Sift, you will lead the overall direction, coordination, quality and output of the technical support team for our industry reading fraud detection and prevention products.

This highly visible role ensures that this team provides world class solutions-oriented technical support with a strong focus on customer experience that is designed to maximize customer satisfaction while reaching our target goals. This person drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve product or system related issues. This person will interact with customers and will be responsible for driving customer loyalty. Additionally, this person will provide leadership and management guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

What you’ll do: 

Leadership and Strategy:

• Develop and execute solutions & support strategies aligned with the company's objectives.

• Provide visionary leadership to the customer support team, driving excellence in service delivery.

Team Management:

• Lead and mentor a skilled team (~15 HC) of technical solutions & support professionals.

• Recruit and train support staff with a focus on fraud product/industry knowledge.

• Utilize data analytics to measure and improve customer support performance.

• Implement metrics-driven decision-making processes.

Incident Response:

• Oversee the strategy, execution and communication of critical customer escalations.

• Ensure timely and effective resolution of customer incidents within established SLAs.

Customer Education:

• Develop customer education programs to enhance users' understanding of fraud best practices.

• Collaborate with marketing to create knowledge-sharing content.

Cross-functional Collaboration:

• Work closely with the Sales, RnD, and Product teams to align initiatives with business goals.

• Provide valuable customer insights and areas for improvement to relevant departments.

Continuous Improvement:

• Identify opportunities for process improvement within technical solutions & support operations.

• Implement best practices and technologies to optimize support workflows.

What would make you a strong fit: 

• 10+ years' experience in technical support roles, preferably in the cybersecurity or fraud space

• 4+ years of direct people leadership/management experience

• Prior experience with B2B SaaS Software company

• Experience building a 24x7 Support Organization and scaling systems

• A high degree of accuracy and attention to detail

• An analytical mindset; define and track KPIs to improve performance over time

• Outstanding communication skills, including the ability to communicate complex technical and business concepts to all audiences (technical and non-technical), as well as internal and external stakeholders

• Ability to prioritize, and deliver on multiple projects in tandem. You thrive under pressure and enjoy clarifying ambiguous situations

• Understanding of SQL and Python (or equivalent)

• Experience in the fraud space is highly desirable

Benefits and Perks:

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Wellness reimbursement

• Education reimbursement

• Flexible time off

A little about us:

Sift is the leading innovator in Digital Trust & Safety.  Hundreds of disruptive, forward-thinking companies like Zillow and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Let’s Build It Together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy